The Nuts and Bolts of Technician Pay

In the compensation programs we recommend, the tech is paid an hourly rate based on their level of experience and the dealership location. For example, in the Midwest, a C-level tech might make $8-$10 dollars an hour. A tech in the Boston area, however, might need to be paid $14-$16 per hour. You know your area and what you have to pay to [...]

By | 2018-01-17T11:52:57+00:00 January 17th, 2018|Hiring, Management, Service|

How Do I Determine My Labor Rate?

One of the most common questions we are asked at BCI  is "How do I determine my labor rate?"  For most dealerships, the process of setting a labor rate begins with calling all the competitors in the market, asking them what their labor rate is and then making sure that they are somewhere close to the competitors. In our company, we jokingly refer [...]

By | 2018-01-03T16:27:18+00:00 January 3rd, 2018|Management, Service|

4 Ways Surveys Can Benefit Your Business

A few weeks ago, my husband and I were out with our kids at a restaurant chain. The whole experience was wonderful, and, with two five-year olds and a one-year old, to have a positive experience from start to finish is the equivalent of winning the lottery. Specifically, our waitress was fantastic. She was a true professional, knew what we were going to [...]

By | 2017-08-23T11:56:14+00:00 August 23rd, 2017|Management, Sales, Service|

Customer Loyalty Programs

One way to generate new customers and while maintaining your current customers is through a Loyalty Program at your dealership. Think about how many stores have a “shopper card” or a “preferred customer” program. These stores are marking up prices on items to be able to give discounts on other items. We all understand that, but it makes the customers feel like they [...]

By | 2017-08-08T11:11:14+00:00 August 8th, 2017|Management, Service|

The Importance of Tracking Recovery Rates

In your dealership, do you track your Recovery and Efficiency Rates? If you are like some of our dealers, you are on the fence about putting in the work to pull these numbers together, but if you are willing to take the time, these numbers will give you great insight into how to get your shop performing at a higher, more profitable level. [...]

By | 2017-05-18T08:59:15+00:00 May 18th, 2017|Service, Uncategorized|

Why We Triage

Triaging is vital to keeping our shops moving and our techs efficient. The triaging process happens after the equipment has been checked into the dealership, the work order has been filled out and hopefully signed by the customer, and a red ribbon has been attached to show the equipment has just been checked in. At 10:30 a.m. and 3:30 p.m., the service coordinator [...]

By | 2017-02-21T13:57:03+00:00 February 21st, 2017|Parts, Service, Uncategorized|

Tune Up Your Techs Before Season

When I work with the service techs at a store, my goal is to help them, and management, understand the value they bring to a dealership and how they can do their work in the most efficient way possible. A service tech’s inventory is “time” and your goal as a dealer is to sell all of the tech’s time each day. Is it [...]

By | 2017-02-14T16:13:53+00:00 February 14th, 2017|Service, Uncategorized|

Inventory on Hand

Today, it makes no sense for a dealership to maintain a large parts inventory, or stock ten of the same item, because manufacturers have greatly improved their ability to get you the parts you need when you need them. Twenty years ago, it took almost 30 days to get a part, and now you can get a part delivered to you in one [...]

By | 2016-04-20T11:14:06+00:00 April 20th, 2016|Management, Service, Uncategorized|

Transaction Time

When I hear people talk about the parts department in dealerships, I am always amazed at how simple they believe it would be to work behind the counter. Most people think that parts people just hang out, look things up, and hand parts to customers. Nice, simple, and easy.   If you are in the parts department, you know that is not what [...]

By | 2016-04-12T11:48:10+00:00 April 12th, 2016|Management, Service, Uncategorized|

The Importance of Triage

During the triage process and for most outdoor power equipment, a technician allows himself 10-15 minutes to look over a piece of equipment to see if he can figure out why it is not working properly. He will also determine what parts he will need to complete the job. In our dealership process, the Service Coordinator does a “pre-triage” before passing the piece [...]

By | 2016-03-30T11:23:46+00:00 March 30th, 2016|Service|